We did call them directly, all of this was after working with them for a few hours on it..... it was SmartRise who suggested we reset it to default settings then reprogram it all over. We also worked with them on resetting it and reprogramming it and then troubleshooting after that. But even the tech we were working with said that the controller should not lose its memory like this when powered off but said he didn't know why it would do that.